SW-120298 - USA (Kentucky) - Cloud-Based Contact Center as a Service Platform - Deadline January 8,2027

(1) Vendor needs to provide cloud–based contact center as a service platform.– A comprehensive cloud–based Contact Center as a Service (CCaaS) platform that supports configurable use across cabinet departments, tailored to each agency’s specific needs through an understanding of existing and future configurations, customizations, and collaborative requirements gathering.– Contact center platform built on Genesys Cloud CX, integrated with Oracle RightNow CRM (Service Cloud), Pure Insights, and Workforce Management.– Genesys Cloud and CRM are integrated with our internal business systems and have been customized to support critical workflows.– Provide a readily available, cloud–hosted, configurable, and compliant CCaaS solution.– Proposed solution must comply with all CMS conditions and standards to ensure eligibility for federal funding of Medicaid–related systems.– Own, rent, or lease and maintain and administer all Contact Center platforms required by the Agency to support its programs, including core technologies that include, but are not limited to, an IVR system, a VoIP–enabled telephony system, multi–channel ACD, CTI, RESTful API, Call recording, screen recording, workforce management, and a contact management system.– Ensure all software offered for deployment is in an officially supported release state by the software companies.– CCaaS features and capabilities:– Support voice, email, chat, Short Message Service (SMS), telecommunications device for the deaf or Teletype (TDD/TTY), and, optionally, social media.– Include IVR, voice bot, chatbot, CRM, and analytics to improve customer experience and internal operations.– Enable natural, context–aware interactions across voice and digital channels to enhance customer engagement.– Deliver real–time knowledge retrieval, response summarization, and intelligent recommendations to streamline agent workflows.– Platform architecture:– Use an n–tier architecture separating presentation, application, and data layers.– Support a thin–client, browser–based solution, with preference for browser access, compatible with:– Apple Safari, Google Chrome, Microsoft Edge, and Mozilla Firefox.– iOS and Android devices.(2) All the questions must be submitted no later than October 16, 2026.